HumationHuman + Automation
Back to Catalog

Automate customer support triage with GPT, Gmail, Slack & analytics dashboard

Daniel ShashkoDaniel Shashko
93 views
2/3/2026
File ManagementEmail AutomationGoogle DriveAttachmentsGmail
Official Page

How it Works

This workflow automatically monitors your Gmail support inbox every minute for new unread messages, instantly sending each email to OpenAI for intelligent analysis. The AI engine evaluates sentiment (Positive/Neutral/Negative/Critical), urgency level (Low/Medium/High/Critical), and categorizes requests into Technical, Billing, Feature Request, Bug Report, or General Inquiry, while extracting key issues and generating professional response templates.

The system calculates a priority score (0-110 points) by combining urgency weight (25 points per level) with sentiment impact (10 points per level), automatically flagging any Critical urgency or Critical sentiment tickets for immediate attention. Critical issues trigger instant Slack alerts with full context, suggested responses, and 30-minute SLA reminders, while routine tickets route to monitoring channels for standard processing.

Every ticket is logged to Airtable with complete analysis data and thread tracking, then simultaneously posted to a Google Sheets analytics dashboard for real-time metrics. A secondary AI pass generates strategic insights including trend identification, risk assessment, and actionable recommendations for the support team, storing these insights back in Airtable linked to the original ticket.

The entire process takes seconds from email arrival to team notification, eliminating manual triage and ensuring critical customer issues receive immediate attention while building a searchable knowledge base of support patterns.

Who is this for?

  • Customer support teams drowning in high email volumes needing automated prioritization
  • SaaS companies tracking support metrics and response times for customer satisfaction
  • Startups with lean support teams requiring intelligent ticket routing and escalation
  • E-commerce businesses managing technical support, returns, and billing inquiries simultaneously
  • Support managers needing data-driven insights into customer pain points and support trends

Setup Steps

  • Setup time: Approx. 20-30 minutes (OpenAI API, Gmail connection, database setup)

  • Requirements:

    • Gmail account with support email access
    • OpenAI API account with API key
    • Airtable account with workspace access
    • Google Sheets for analytics dashboard
    • Slack workspace with incoming webhooks

  • Sign up for OpenAI and obtain your API key for the AI analysis nodes.

  • Create an Airtable base with two tables: "tblSupportTickets" (main records) and "tblInsights" (AI insights) with matching column names.

  • Create a Google Sheet with columns for Date, Time, Customer, Email, Subject, Sentiment, Urgency, Category, Priority, Critical, Status.

  • Set up these nodes:

    • Monitor Support Emails: Connect Gmail account, configure to check INBOX label for unread messages.
    • AI Analysis Engine: Add OpenAI credentials and API key, system prompt pre-configured.
    • Parse & Enrich Data: JavaScript code automatically extracts and scores data (no changes needed).
    • Route by Urgency: Configure routing rules to split critical vs. routine tickets.
    • Slack Alert Nodes: Set up webhook URLs for critical alerts channel and routine monitoring channel.
    • Log to Airtable Database: Connect Airtable, select base and table, map all data fields.
    • Update Analytics Dashboard: Connect Google Sheets and select target sheet/range.
    • Generate Insights & Store AI Insights: OpenAI credentials already set, Airtable connection for storage.

  • Replace placeholder IDs: Airtable base ID (appXXXXXXXXXXXXXX), table names, Google Sheet document ID (1XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX).

  • Credentials must be entered into their respective nodes for successful execution.

Customization Guidance

  • Priority Scoring Formula: Adjust urgency multiplier (currently 25) and sentiment weight (currently 10) in the Code node to match your SLA requirements.
  • Urgency Thresholds: Modify critical routing logic—currently any "Critical" urgency or sentiment triggers immediate alerts.
  • AI Analysis Temperature: Lower OpenAI temperature (0.1-0.2) for more consistent categorization, or raise (0.4-0.5) for nuanced sentiment detection.
  • Polling Frequency: Change Gmail trigger from every minute to every 5/15/30 minutes based on support volume and urgency needs.
  • Email Filters: Add sender whitelist/blacklist, specific label filters, or date ranges to focus on particular customer segments.
  • Category Customization: Modify AI system prompt to add industry-specific categories like "Compliance," "Integration," "Onboarding," etc.
  • Multi-Language Support: Add language detection and translation steps before AI analysis for international support teams.
  • Auto-Response: Insert Gmail send node after AI analysis to automatically send suggested responses for low-priority inquiries.
  • Escalation Rules: Add additional routing for VIP customers, enterprise accounts, or tickets mentioning "cancel/refund."
  • Dashboard Enhancements: Connect to Data Studio, Tableau, or Power BI for advanced support analytics and team performance tracking.

Once configured, this workflow transforms your support inbox into an intelligent triage system that never misses critical issues, provides instant team visibility, and builds actionable customer insights—all while your team focuses on solving problems instead of sorting emails.

Built by Daniel Shashko
Connect on LinkedIn

n8n Customer Support Triage with GPT, Gmail, Slack & Analytics Dashboard

This n8n workflow automates the triage of incoming customer support emails, leveraging AI for categorization, notifying the team on Slack, and logging details for analytics. It streamlines the initial handling of support requests, ensuring efficient routing and tracking.

What it does

This workflow performs the following key steps:

  1. Triggers on new emails: Listens for new emails in a specified Gmail inbox.
  2. Analyzes email content with OpenAI: Extracts the subject and body of the email and sends it to OpenAI for categorization (e.g., "Bug Report", "Feature Request", "General Inquiry").
  3. Routes based on AI categorization: Uses a Switch node to direct the workflow based on the category identified by OpenAI.
  4. Notifies Slack channel: For each category, a message is posted to a designated Slack channel, including key details from the email and its assigned category.
  5. Logs data to Google Sheets: Records the email details, OpenAI's categorization, and other relevant information into a Google Sheet for tracking and analytics.
  6. Logs data to Airtable: Stores the email details, OpenAI's categorization, and other relevant information into an Airtable base for further management and analysis.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n instance: A running n8n instance (cloud or self-hosted).
  • Gmail Account: An active Gmail account configured as a credential in n8n.
  • OpenAI API Key: An OpenAI API key configured as a credential in n8n.
  • Slack Account: A Slack workspace and a bot token configured as a credential in n8n.
  • Google Sheets Account: A Google account with access to Google Sheets, configured as a credential in n8n. You will need to create a new spreadsheet and sheet for logging.
  • Airtable Account: An Airtable account with a base and table set up for logging, configured as a credential in n8n.

Setup/Usage

  1. Import the workflow: Download the provided JSON and import it into your n8n instance.
  2. Configure Credentials:
    • Gmail Trigger: Set up your Gmail credential.
    • OpenAI: Set up your OpenAI API key credential.
    • Slack: Set up your Slack bot token credential.
    • Google Sheets: Set up your Google Sheets credential and specify the Spreadsheet ID and Sheet Name where data should be logged.
    • Airtable: Set up your Airtable credential and specify the Base ID and Table Name where data should be logged.
  3. Customize OpenAI Prompt (Code Node): Review the "Code" node connected to OpenAI. You might want to adjust the prompt to better suit your specific categorization needs and desired output format.
  4. Customize Slack Messages: Adjust the messages in the "Slack" nodes to fit your team's notification preferences.
  5. Activate the workflow: Once all credentials are set and configurations are complete, activate the workflow.

The workflow will now automatically process new emails, categorize them using AI, notify your team, and log the data for analysis.

Related Templates

Automated YouTube video uploads with 12h interval scheduling in JST

This workflow automates a batch upload of multiple videos to YouTube, spacing each upload 12 hours apart in Japan Standard Time (UTC+9) and automatically adding them to a playlist. ⚙️ Workflow Logic Manual Trigger — Starts the workflow manually. List Video Files — Uses a shell command to find all .mp4 files under the specified directory (/opt/downloads/单词卡/A1-A2). Sort and Generate Items — Sorts videos by day number (dayXX) extracted from filenames and assigns a sequential order value. Calculate Publish Schedule (+12h Interval) — Computes the next rounded JST hour plus a configurable buffer (default 30 min). Staggers each video’s scheduled time by order × 12 hours. Converts JST back to UTC for YouTube’s publishAt field. Split in Batches (1 per video) — Iterates over each video item. Read Video File — Loads the corresponding video from disk. Upload to YouTube (Scheduled) — Uploads the video privately with the computed publishAtUtc. Add to Playlist — Adds the newly uploaded video to the target playlist. 🕒 Highlights Timezone-safe: Pure UTC ↔ JST conversion avoids double-offset errors. Sequential scheduling: Ensures each upload is 12 hours apart to prevent clustering. Customizable: Change SPANHOURS, BUFFERMIN, or directory paths easily. Retry-ready: Each upload and playlist step has retry logic to handle transient errors. 💡 Typical Use Cases Multi-part educational video series (e.g., A1–A2 English learning). Regular content release cadence without manual scheduling. Automated YouTube publishing pipelines for pre-produced content. --- Author: Zane Category: Automation / YouTube / Scheduler Timezone: JST (UTC+09:00)

ZaneBy Zane
226

Monitor bank transactions with multi-channel alerts for accounting teams

Enhance financial oversight with this automated n8n workflow. Triggered every 5 minutes, it fetches real-time bank transactions via an API, enriches and transforms the data, and applies smart logic to detect critical, high, and medium priority alerts based on error conditions, amounts, or risk scores. It sends multi-channel notifications via email and Slack, logs all data to Google Sheets, and generates summary statistics for comprehensive tracking. 💰🚨 Key Features Real-time monitoring every 5 minutes for instant alerts. Smart prioritization (Critical, High, Medium) based on risk and errors. Multi-channel notifications via email and Slack. Detailed logging and summary reports in Google Sheets. How It Works Schedule Trigger: Runs every 5 minutes. Fetch Transactions: HTTP request retrieves real-time transaction data. API Error?: If condition for error logic is met, sends error alert. Enrich & Transform Data: Advanced risk calculation enhances data. Critical Alert?: If condition (50% or risk > 8) is met, raises alert. High Priority?: If condition (5% or risk > 7) is met, raises alert. Medium Priority?: If condition is met, raises alert. Log Priority to Sheet: Google Sheets appends critical, high, or medium priority data. Send Critical Email: HTML email to execute sheets append. Send High Priority Email: Email to finance team. Send High Priority Slack: Slack notification to finance team. Send Medium Priority Email: Email to finance team. Merge All Alerts: Combines all alerts for comprehensive tracking. Generate Summary Stats: Code block for analytics. Log Summary to Sheet: Summary statistics storage. Setup Instructions Import the workflow into n8n and configure the bank API credentials in "Fetch Transactions." Set up Google Sheets OAuth2 and replace the sheet ID for logging nodes. Configure Gmail API Key and Slack Bot Token for alerts. Test the workflow with sample transaction data exceeding risk or amount thresholds. Adjust priority conditions (e.g., 50%, 5%, risk > 8) based on your risk policy. Prerequisites Bank API access with real-time transaction data (e.g., https://api.bank.com) Google Sheets OAuth2 credentials Gmail API Key for email alerts Slack Bot Token (with chat:write permissions) Structured transaction data format Google Sheet Structure: Create a sheet with columns: Transaction ID Amount Date Risk Score Priority (Critical/High/Medium) Alert Sent Summary Stats Updated At Modification Options Adjust the "Schedule Trigger" interval (e.g., every 10 minutes). Modify "Critical Alert?" and "High Priority?" conditions for custom thresholds. Customize email and Slack templates with branded messaging. Integrate with fraud detection tools for enhanced risk analysis. Enhance "Generate Summary Stats" with additional metrics (e.g., average risk). Discover more workflows – Get in touch with us

Oneclick AI SquadBy Oneclick AI Squad
333

Detect holiday conflicts & suggest meeting reschedules with Google Calendar and Slack

Who’s it for Remote and distributed teams that schedule across time zones and want to avoid meetings landing on public holidays—PMs, CS/AM teams, and ops leads who own cross-regional calendars. What it does / How it works The workflow checks next week’s Google Calendar events, compares event dates against public holidays for selected country codes, and produces a single Slack digest with any conflicts plus suggested alternative dates. Core steps: Workflow Configuration (Set) → Fetch Public Holidays (via a public holiday API such as Calendarific/Nager.Date) → Get Next Week Calendar Events (Google Calendar) → Detect Holiday Conflicts (compare dates) → Generate Reschedule Suggestions (find nearest business day that isn’t a holiday/weekend) → Format Slack Digest → Post Slack Digest. How to set up Open Workflow Configuration (Set) and edit: countryCodes, calendarId, slackChannel, nextWeekStart, nextWeekEnd. Connect your own Google Calendar and Slack credentials in n8n (no hardcoded keys). (Optional) Adjust the Trigger to run daily or only on Mondays. Requirements n8n (Cloud or self-hosted) Google Calendar read access to the target calendar Slack app with permission to post to the chosen channel A public-holiday API (no secrets needed for Nager.Date; Calendarific requires an API key) How to customize the workflow Time window: Change nextWeekStart/End to scan a different period. Holiday sources: Add or swap APIs; merge multiple regions. Suggestion logic: Tweak the look-ahead window or rules (e.g., skip Fridays). Output: Post per-calendar messages, DM owners, or create tentative reschedule events automatically.

Takuya OjimaBy Takuya Ojima
70